Director, Customer Success

What We Strive For

At Strive Health were driven by a purpose: transforming the broken kidney care system. Through early identification engagement and comprehensive coordinated care we significantly improve outcomes for people with kidney disease reducing emergency dialysis and inpatient utilization. Our high-touch care model integrates with local providers and uses predictive data to identify and support at-risk patients along their entire care journey. We embrace diversity celebrate successes and support each other making Strive the destination for top talent in healthcare. Join us in making a real difference.

Benefits & Perks

• Hybrid-Remote Flexibility Work from home while fulfilling in-person needs at the office clinic or patient home visits.
• Comprehensive Benefits Medical dental and vision insurance employee assistance programs employer-paid and voluntary life and disability insurance plus health and flexible spending accounts.
• Financial & Retirement Support Competitive compensation with a performance-based discretionary bonus program 401k with employer match and financial wellness resources.
• Time Off & Leave Paid holidays vacation time sick time and paid birthgiving bonding sabbatical and living donor leaves.
• Wellness & Growth Family forming services through Maven Maternity at no cost and physical wellness perks mental health support and an annual professional development stipend.
  

What Youll Do

Strive Partner Success is a team within Strive Health and our mission is to Ensure what our clients experience of Strive is the best of Strive. We are dedicated to creating interactions with our clients and key stakeholders that create confidence in the value we deliver through clinical outcomes financial performance and our members and customers experience of us. We actively partner across the organization to align resources to support this work including market and central operations analytics and reporting finance legal marketing growth and talent.

Consult and advise clients (health plans and risk bearing provider organizations) to drive transformational results. The Director Partner Success will be responsible for independently managing relationships with day-to-day contact at our clients to deliver on Strives value proposition and identify and execute partnership expansion opportunities renewals and renegotiations. They are also responsible for defining strategies to extend Strives reach within the organizationboth to the executive team and to regional operatorsand ensuring successful execution. Effective communication with partners tactical issue resolution and risk mitigation must be leveraged to ensure healthy client relationships. This role is responsible for market-leading partner success for Strives clients. You will be accountable for framing business problems and executing to drive impact and value for the client acting as a knowledgeable resource to assist with day-to-day problem solving and partner success. Superior analytical quantitative and conceptual thinking skills and strong interpersonal and communication skills will ensure team performance and client success. Familiarity with value-based agreements and the levers that improve performance. Additionally being knowledgeable with value-based agreements and associated administration; measuring performance financial reconciliations and settlements and impact on operations.

Essential Functions

Client Relationship Management

• Own account relationships acting as the main point of contact for clients and optimizing client interactions.
• Develop andexecutea relationship management strategy that embeds Strive deeply within our partners executive teams and regional operators (P&L owners).

Voice of theClient& Operations Partnership

• Lead development of annual account plans that reflect client feedback operational priorities and strategic objectives.
• Convene across Operations Finance Analytics and other key teams to ensure execution on the Account Plan escalating resource needs to leadership as needed.
• Ensure close partnership and alignment with Operational leaders on successfully implementing and executing the account plan.
• Escalate Operational concerns about contractual terms and determine paths to resolution including but not limited to renegotiation.
• Based on client feedback identify opportunities for product development organizational improvement and support development rationalizationand execution of initiatives.
• Establish a regular cadence for internal executive and other departmental client updates along with appropriate risk identification and issue resolution tactics.

StriveValue Communication

• Develop a communication planextending beyond JOCs / QBRs to communicate partnership value & Strive thought leadership.
• Proactively solicit client feedback outside of our customer surveys to ensure satisfaction and renewal / expansion.

Commercial Opportunities

• Develop a strategy for and lead same store growth efforts to support Strives annual financial objectives; expansion should evaluate geographic line of business and new product (e.g. CHF) opportunities.
• Lead renewals and renegotiations incorporating learnings from Strive experience to optimize operational and financial terms.

Minimum Qualifications

• 8 years experience in healthcare client management.
• 5 years experience with value-based care contracting and government program experience.
• Bachelors degree.
• Ability to travel and be onsite to meet business needs.
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms.

Preferred Qualifications

• Ability to build and optimize internal and external networks and relationships.
• Top-tier interpersonal skills with the ability to project professional competence leadership capability and personal maturity.
• Mission-driven and motivated to join an organization that is transforming kidney care.
• Ability to manage multiple stakeholder priorities and organize around a common goal.
• Demonstrated aptitude for analytical and conceptual problem solving superior quantitative analysis skills.
• Prior experience as a consultant.
• Advanced graduate degree strongly preferred (e.g. MBA MS).
• Advanced skills in Excel PowerPoint and Word.

Annual Salary Range: $130000 - $163000

Strive Health is an equal opportunity employer and drug free workplace. At this time Strive Health is unable to provide work visa sponsorship. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law. Please apply even if you feel you do not meet all the qualifications. If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to

We do not accept unsolicited resumes from outside recruiters/placement agencies. Strive Health will not pay fees associated with resumes presented through unsolicited means.

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